Return, Refund and Replacement Policy

At Zenzula, we want you to genuinely connect with your instrument. Zenzula instruments are handcrafted by Roots Production, and we believe purchasing a handmade instrument should feel enjoyable, inspiring, and risk-free. If for any reason you feel that your Zenzula is not the right fit, you may return it within 15 days of delivery for a full refund. No explanations are required.

15-Day No-Questions-Asked Returns
You may return any standard Zenzula instrument within 15 days of receiving it. To arrange a return, simply contact us by email or WhatsApp with your order details and we will guide you through the process. Once the returned instrument has been received, a full refund of the purchase price will be issued to the original payment method used for the purchase.

Return Shipping
Customers are responsible for return shipping costs unless the instrument arrives damaged, defective, or different from the item ordered. If you are unsure about return arrangements, please contact us and we will be happy to assist.

Custom & Personalised Instruments
Many Zenzulas are created as personalised or bespoke instruments. Custom artwork, engraved instruments, personalised messages, and other specially commissioned creations are produced specifically for individual customers and may not be eligible for return unless they arrive damaged, defective, or incorrect. If you are uncertain whether your order qualifies as a custom instrument, please contact us before placing your order.

Damaged, Defective or Incorrect Orders
In the unlikely event that your instrument arrives damaged, defective, or different from the item ordered, please contact us within 7 days of delivery. Where possible, we will arrange a replacement at no additional cost. If a replacement is not available, or if you prefer not to receive a replacement, a full refund will be provided. Please include photographs of both the packaging and the instrument when contacting us, as this helps us resolve the issue more quickly.

Refund Processing
Refunds are issued to the original payment method used for the purchase. Once the returned instrument has been received and inspected, please allow up to 10 business days for the refund to be processed. The time taken for funds to appear in your account may vary depending on your payment provider or financial institution.

Questions
If you have any questions regarding returns, refunds, replacements, or exchanges, please contact us by email or WhatsApp and we will be happy to help. We believe buying a handmade instrument should feel enjoyable and risk-free, and we will always do our best to make things right. This policy applies to purchases made through the Zenzula website and is administered by Roots Production.

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© Zenzula. A brand of Roots Production.